Complaints

We would rather know when something has gone wrong. If you are unhappy with our service, tell us and we will look into it properly.

This applies to landlords, tenants, former tenants, applicants, guarantors and contractors.

What this covers

Use this route for anything about our service — our fees, a repair, how we handled a tenancy, a deposit, an inspection, communication, or anything else we have done or failed to do.

If your complaint is about how we have handled your personal information, that goes through our separate data protection complaints procedure.

If you are not sure which applies, tell us anyway. We will work out the right route and explain it to you.

How to complain

Whichever suits you:

Email hello@leyolettings.co.uk
Write to Elizabeth Cunningham, Leyo Lettings, 89 Middlethorpe Grove, York, YO24 1JX

You do not have to use any particular wording. However you tell us, we will treat it as a complaint.

If you need this in another format, or need help making the complaint, tell us and we will make reasonable adjustments.

What to tell us

It helps if you can give us:

Your name and how you would like us to contact you
The property or tenancy involved, if there is one
What happened and roughly when
What you would like us to do about it
Anything you have that supports it — an email, a letter, a photograph

If you cannot give us all of that, still complain. We will come back to you if we need more.

What happens next

Acknowledgement	We will confirm we have your complaint within three working days and give you a reference.
Investigation	We look into what happened. That may mean reviewing files, emails and photographs, and asking any contractor involved for their account.
Outcome	We will write to you within fifteen working days explaining what we found, whether we think anything went wrong, and what we have done or will do about it.

Acknowledgement

We will confirm we have your complaint within three working days and give you a reference.

Investigation

We look into what happened. That may mean reviewing files, emails and photographs, and asking any contractor involved for their account.

Outcome

We will write to you within fifteen working days explaining what we found, whether we think anything went wrong, and what we have done or will do about it.

If your complaint is complex and we need longer, we will tell you, explain why, and give you a revised timescale.

If you are not happy with our answer

Write back to hello@leyolettings.co.uk and we will review it. We will give you a final written response within eight weeks of your original complaint.

If you are still unhappy, or if eight weeks have passed without a final response, you can refer your complaint to our redress scheme.

Property Redress Scheme

Leyo Lettings is a member of the Property Redress Scheme, membership number PRS049179.

You must refer your complaint to the scheme within twelve months of our final response. Complaining to us or to the scheme is free, and it will not affect your tenancy or your dealings with us in any way.

Our details

Leyo Lettings is a trading name of Create Property Management Limited, registered in England and Wales under company number 14953938, registered office 89 Middlethorpe Grove, York, YO24 1JX.

Last reviewed: [DATE]